Pegasystems Integrates RPA into its Solutions with the Acquisition of OpenSpan

By CIOReview | Thursday, April 21, 2016
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Robotic Process AutomationFREMONT, CA: Enterprise software company Pegasystems has announced the takeover of OpenSpan, a provider of Robotic Process Automation (RPA) and workforce analytics software. OpenSpan offers automated business process solutions that connect disparate systems and employees to drive workforce productivity while strengthening customer relationships. The acquisition gives Pegasystems the access to OpenSpan’s workforce analytics capabilities; which allows Pega to augment its own Customer Relationship Management (CRM) application suite and Business Process Management (BPM) platform.

OpenSpan leverages robotic desktop automation to help Customer Service Representatives (CSRs) to enhance their efficiency and job satisfaction by automating routine desktop tasks. Robotic desktop automation enables organization to build simple, and agile desktop solutions allowing CSRs to spend less time in navigating systems, and more time in nurturing the customer.

“Organizations are under tremendous pressure to transform their businesses into customer service machines to meet the new demands of digital customers,” says Alan Trefler, founder and CEO, Pegasystems. “OpenSpan’s cutting-edge robotics, workforce analytics, and process automation capabilities, combined with Pega’s leading process and real-time analytics, supports an emerging era of intelligent automation working in concert with people to deliver a better customer experience.”

Furthermore, by employing OpenSpan’s RPA solution organizations are equipped with the ability to detect inefficiencies in their workflow. The solution improves the organization’s visibility in discovering hidden flaws that have been causing disruption in their customer experience. It also integrates separate desktop processes into a single seamless process enabling employees to enhance their productivity. In addition, the solution saves time and effort for employees by eliminating high-volume, low-complexity repetitive tasks through robotic process automation.

“Over the past 11 years, we’ve built a highly successful organization that has helped introduce the power of robotics and desktop intelligence to mainstream business,” adds Eric Musser, CEO, OpenSpan. “But this is just the tip of the iceberg of what analytics and robotics can really do. By integrating with Pegasystems’ proven applications and platform, we believe we can advance robotic automation and desktop analytics in exciting new directions that will change the way businesses interact with their customers.”